Shipping policy

SHIPPING POLICY - MOTRIZ

OVERVIEW

This Shipping Policy describes our shipping practices, delivery estimates, and your rights and responsibilities regarding product delivery. Please read this policy carefully before placing an order.

SECTION 1 - PROCESSING TIME

1.1 Order Processing
All orders are processed within 3 business days from the date of order confirmation (excluding weekends and holidays). This processing time includes:

  • Payment verification
  • Order quality control
  • Packing and labeling
  • Carrier pickup

1.2 What Happens During Processing

  • Your payment is processed and verified
  • Your order is picked and packed with care
  • Your tracking information is prepared
  • Your order is handed off to the shipping carrier

1.3 Processing Delays
In rare cases, processing may take longer due to:

  • High order volume
  • Payment verification issues
  • Product availability
  • System errors or technical issues

We will notify you by email if processing will exceed 3 business days.

SECTION 2 - SHIPPING TIME

2.1 Estimated Delivery
Once your order leaves our facility, standard shipping typically takes 9 business days for delivery. This is an estimate only and NOT guaranteed.

Estimated Timeline:

  • Days 1-3: Order processing
  • Days 4-12: Carrier transit (9 business days)
  • Total: Approximately 12 business days

2.2 What "Business Days" Means
Business days exclude:

  • Weekends (Saturday & Sunday)
  • National and public holidays
  • Carrier holidays

2.3 Factors Beyond Our Control
We are NOT liable for delays caused by:

  • Shipping carrier delays
  • Weather conditions
  • Natural disasters
  • Customs processing (international orders)
  • Border security inspections
  • Strikes or labor disputes
  • Government actions
  • Unforeseen events or "Force Majeure"

SECTION 3 - SHIPPING METHODS & CARRIERS

3.1 Carrier Selection
We use reliable international shipping carriers including but not limited to:

  • DHL
  • FedEx
  • UPS
  • National postal services
  • Regional carriers (varies by destination)

We may choose the carrier based on destination, package size, and cost optimization.

3.2 No Carrier Endorsement
We are not responsible for:

  • Carrier service quality
  • Carrier damages
  • Carrier delays
  • Carrier mishandling of packages

Any claims about carrier performance should be directed to the carrier directly.

SECTION 4 - SHIPPING COSTS

4.1 Free Shipping
We offer free standard shipping on all orders worldwide.

4.2 Shipping Charges
Free shipping includes:

  • Standard domestic and international delivery
  • Basic handling and processing

Free shipping does NOT include:

  • Taxes or duties (customer responsibility)
  • Customs clearance fees
  • Import tariffs
  • Delivery surcharges for remote locations

4.3 Expedited Shipping
Expedited shipping options may be available at checkout for an additional fee.

4.4 Cost Variations
Shipping costs may vary by:

  • Destination country
  • Package weight
  • Delivery speed
  • Carrier availability

SECTION 5 - DOMESTIC SHIPPING (USA)

5.1 Estimated Delivery Time

  • Processing: 3 business days
  • Transit: 9 business days
  • Total Estimate: Approximately 12 business days

5.2 Delivery Address

  • Must be a valid physical address
  • PO Boxes and FPO addresses NOT eligible for free shipping
  • Accuracy is your responsibility

5.3 Delivery Confirmation

  • You will receive tracking information via email after shipment
  • Use tracking number to monitor package status
  • Delivery confirmation is NOT proof of package condition

SECTION 6 - INTERNATIONAL SHIPPING

6.1 Eligible Countries
We ship to most countries worldwide. However, some destinations may be restricted due to:

  • Government sanctions
  • Legal restrictions
  • Carrier limitations
  • Security concerns

6.2 Estimated Delivery Time
International deliveries typically take 9 business days from shipment, PLUS:

  • Local customs processing (1-14 days additional)
  • Border inspections
  • Local delivery by postal service

Total estimated time: 15-25+ business days

6.3 Customs & Import Duties
You are responsible for:

  • All customs duties
  • Import taxes
  • VAT (Value Added Tax)
  • Brokerage fees
  • Any other government charges

These costs are NOT included in shipping and are your sole responsibility. We cannot predict or prepay these charges.

6.4 International Tracking

  • Tracking is available through the carrier
  • Delivery times outside our control (customs, local delivery)
  • Some countries have limited tracking capabilities
  • Final delivery may be by local postal service

6.5 Restricted Items
Certain items may not be eligible for shipment to specific countries due to:

  • Local import laws
  • Health & safety regulations
  • Government restrictions
  • Carrier policies

We will notify you if your order cannot be shipped to your location.

SECTION 7 - RISK OF LOSS & INSURANCE

7.1 Title & Risk Transfer
Once we hand the package to the shipping carrier:

  • Title (ownership) transfers to you
  • Risk of loss transfers to you
  • We are no longer responsible for the package

7.2 Shipping Insurance

  • Standard shipping does NOT include insurance
  • Optional insurance may be available for an additional fee
  • Packages are sent at your own risk unless insured

7.3 Damage or Loss Claims
If your package arrives damaged or lost:

  1. Contact us within 48 hours of delivery with photos/evidence
  2. File a claim with the shipping carrier (we can assist)
  3. Provide tracking number and photos
  4. We will work with the carrier to resolve

Note: Claims must be filed within carrier timeframes (typically 30-60 days).

SECTION 8 - TRACKING & DELIVERY UPDATES

8.1 Tracking Information

  • You will receive tracking number via email after shipment
  • Tracking is your responsibility to monitor
  • Some carriers provide real-time updates; others do not

8.2 Delivery Notifications

  • Some carriers send delivery notifications
  • Notification delays are not our responsibility
  • Check tracking directly if you don't receive notification

8.3 Tracking NOT Guaranteed

  • Some countries have limited tracking systems
  • Tracking may become unavailable during transit
  • Lack of tracking is not proof of loss

SECTION 9 - DELIVERY ISSUES

9.1 Package Not Received
If you haven't received your package within 25 business days:

  1. Check your tracking status online
  2. Wait an additional 5 business days
  3. Contact the shipping carrier's customer service
  4. Contact us at kneereliever@use.startmail.com with:
    • Order number
    • Tracking number
    • Photos (if applicable)

9.2 Package Appears Lost

  • We will file a carrier claim on your behalf
  • Carrier investigations typically take 30-60 days
  • If claim is approved, we will:
    • Send replacement, OR
    • Issue full refund (your choice)

9.3 Delivered but Not Received
If the carrier marks package as delivered but you didn't receive it:

  1. Check with neighbors, building management, or household members
  2. Wait 24 hours (packages may be left in safe places)
  3. Check your front porch, side door, or package room
  4. File a claim with the carrier
  5. Contact us if unresolved after 48 hours

Note: We are not responsible if the carrier incorrectly marks delivery without actually delivering the package.

9.4 Damaged Packages
If your package arrives damaged:

  1. Take photos of exterior AND interior damage
  2. Contact us within 48 hours with photos
  3. Do NOT discard packaging
  4. We will file a carrier claim and resolve the issue

SECTION 10 - ADDRESS CHANGES & DELIVERY ISSUES

10.1 Address Accuracy
You are responsible for providing a correct delivery address at checkout. We cannot be held responsible for:

  • Incomplete or incorrect addresses
  • Mistyped street numbers
  • Undeliverable addresses
  • Addresses without apartment numbers

10.2 Address Changes

  • If you need to change address AFTER placing order, contact us immediately
  • We may be able to intercept the package (if not yet shipped)
  • Address changes after shipment must be handled with the carrier

10.3 Undeliverable Addresses
If the carrier cannot deliver to your address:

  • We will attempt to contact you
  • The package may be returned to us
  • You may be responsible for reshipping costs
  • We will issue a refund minus return shipping (if applicable)

SECTION 11 - SIGNATURE & DELIVERY CONFIRMATION

11.1 Signature Requirements

  • Standard shipping does NOT require signature
  • Some orders may require signature based on carrier policy
  • You may sign up for signature confirmation (additional fee)

11.2 Delivery Confirmation

  • Carrier delivery confirmation is NOT proof of package condition
  • You should inspect package immediately upon receipt
  • Damage claims must be reported within 48 hours

SECTION 12 - SPECIAL CIRCUMSTANCES

12.1 Remote or Rural Areas

  • Additional delivery time may be required
  • Some areas may have surcharges
  • Delivery windows may be longer than standard estimates

12.2 Military/APO Addresses

  • APO and FPO addresses are eligible for free shipping
  • Delivery times to military bases may be longer
  • Tracking may be limited

12.3 Holiday Shipping
During holiday periods:

  • Processing times may be extended
  • Delivery times may be delayed
  • Carriers may prioritize certain shipments

12.4 Extreme Weather
We are not responsible for delays caused by:

  • Severe weather
  • Natural disasters
  • Hurricanes, floods, or storms
  • Carrier operational disruptions

SECTION 13 - RETURNED SHIPMENTS

13.1 Return Shipping

  • Return shipping is the customer's responsibility (unless defective item)
  • We provide return shipping label for defective/damaged items only
  • For return procedures, see our Return Policy [LINK]

13.2 Return Address

  • Return addresses vary by location
  • Return tracking is your responsibility
  • Items returned without tracking may not be honored

SECTION 14 - LIABILITY DISCLAIMER

14.1 What We're NOT Responsible For
We are NOT liable for:

  • Shipping delays beyond 25 business days (after carrier investigation)
  • Lost or damaged packages (beyond our control)
  • Incorrect delivery by carrier
  • Customs delays or duties
  • Carrier service issues
  • Weather-related delays
  • Events beyond our control ("Force Majeure")

14.2 Carrier Liability

  • Liability is determined by the shipping carrier's terms
  • Carriers typically limit liability to declared value
  • We recommend purchasing shipping insurance for valuable items

14.3 Our Maximum Liability
Our maximum liability for shipping issues is limited to:

  • A full refund of the product price, OR
  • Resend of the product

We are not liable for consequential damages, lost profits, or inconvenience.

SECTION 15 - CUSTOMS & IMPORT REGULATIONS

15.1 Customer Responsibility

  • You are responsible for complying with all import laws
  • You are responsible for all customs duties and taxes
  • Some items may be prohibited in your country

15.2 Customs Delays

  • Customs processing delays are beyond our control
  • We are not responsible for customs holds or inspections
  • Delays can add 1-14+ days to delivery

15.3 Customs Rejection

  • If customs rejects your package, it will be returned to us
  • We will issue a refund minus return shipping
  • You may reorder if permitted by your country's laws

SECTION 16 - DELIVERY TIMEFRAMES - REGIONAL OVERVIEW

Region Processing Transit Total Estimate
USA 3 days 9 days ~12 days
Canada 3 days 9 days ~12 days
Europe 3 days 9 days ~15-20 days*
UK 3 days 9 days ~15-20 days*
Australia/NZ 3 days 9 days ~20-25 days*
Asia 3 days 9 days ~18-25 days*
Latin America 3 days 9 days ~20-30 days*

Estimates do NOT include customs processing, which can add 1-14+ days

SECTION 17 - REAL-TIME TRACKING & COMMUNICATION

17.1 Email Notifications
You will receive:

  • Order confirmation email
  • Shipment notification with tracking number
  • Delivery notifications (varies by carrier)

17.2 Communication

  • Check your email regularly for updates
  • Check spam/promotions folder for tracking emails
  • Use tracking number to monitor package

17.3 Support
For shipping inquiries: kneereliever@use.startmail.com

SECTION 18 - NO GUARANTEES

18.1 DELIVERY TIME NOT GUARANTEED

  • All delivery times are estimates only
  • We do NOT guarantee delivery by any specific date
  • Delays beyond our control are not refundable
  • After 25 business days, we will investigate (no refund guarantee)

18.2 DELIVERY NOT GUARANTEED

  • We cannot guarantee that packages will arrive
  • Risk passes to you upon carrier acceptance
  • Lost packages are subject to carrier liability (typically limited)

SECTION 19 - CHANGES TO SHIPPING POLICY

We reserve the right to modify this Shipping Policy at any time. Changes will be posted on our website and are effective immediately upon posting.

SECTION 20 - CONTACT INFORMATION

For shipping questions or concerns:

📧 Email: kneereliever@use.startmail.com

Response Time: Within 2 business days

SECTION 21 - GOVERNING LAW

This Shipping Policy is governed by the laws of the United States of America. Disputes related to shipping shall be resolved in accordance with our Terms of Service .